The HiveCandace Dunwoodie

Shopify is a world leader in commerce and one of the fastest growing companies.

2006The platform was released

MILESTONES

600,000 +Merchants

Success came from value focused support

SCALING, REACTING & GROWING

We didn’t ignore best practices, we just didn’t know that we were accidentally creating them

Customer Satisfaction & Value

KEY PERFORMANCE INDICATORS?

We measure customer satisfaction in quantifiable value in terms of helping our merchants make more

money.

THE IDEA OF BREAKING

People Process

Technology

People Process

Technology

“Culture eats strategy for breakfast.”-Peter Drucker

Our culture is the reason that Shopify scaled the way that it did and made the unique and sometimes unorthodox decisions that we did.

STRATEGY

Innovation and failing forward

• DevOps• Agile Project Management, Sprints & Scrums• Thriving in Chaos

CULTURE

SUPPORTHow we support our Hive and allow it to scale• 10,000 Support Interactions each day• AI (Chat Bots, Router)• Skills Based Routing vs Generalist Model

As our platform becomes more complex, we’ve had to adapt this approach

FALL IN LOVE WITH THE PROBLEM <3How we make decisions at Shopify

• Enable our Guru team to better support our merchants and provide even more value

Understand who our merchants are what they’re trying to do and how our support and tools can respond.

THE SOLUTIONThree Buckets

• Merchant Attributes• Intents• Guru Team & Content

Once combined, we are able to pair merchants with the right help at the right time.

Complexity

Interaction Value

Low

Low

High

High

Automate & Mitigate

Provide an inline action

Guided Tutorials Guru Gurus focus on

high value-high complexity interactions with merchants

VALUE AND FAILURE DEMAND

Growth & Opportunity

Our Influence

Low

Low

High

High

Blog Posts & Other content

Technical Issues

New Products or Services

Guru Conversations

Where a merchant is in their journey influences the dialogue & provides clues to what they need

OUTCOME BY MERCHANT JOURNEY

THE OUTCOME

Personalized Routing Experiences.

Much like our platform scaling and outgrowing previous tools, we built our own.

• Know when it is time to move • Streamline Workflows• Surface The Right Data At The Right Time• Layering our Routing Technology

HOME GROWN AI

“All great changes are preceded by chaos.”-Deepak Chopra